Help Desk Lead

Job Description:

• Lead daily Help Desk operations and coordinate support activities for full-time and part-time Help Desk staff.
• Monitor ticket queues and ensure timely response and resolution of incidents.
• Serve as the primary escalation point for complex technical issues.
• Coordinate assignment of service requests and workloads among support personnel.
• Monitor service levels, response times, and customer satisfaction metrics.
• Develop and maintain Help Desk procedures, documentation, and knowledge base resources.
• Provide advanced troubleshooting for desktop, software, Microsoft 365, and account-related issues.
• Assist with training, mentoring, and onboarding of support staff.
• Analyze support trends and recommend process improvements.
• Coordinate communications regarding outages and technology changes.
• Support technology deployments, upgrades, and special projects.
• Serve as backup support for Help Desk personnel during staffing shortages.
• Perform other duties as assigned.

Benefits

• Health insurance for employee and dependent coverage available.
• College-paid basic life insurance for employee with additional coverage for employee and/or dependents at employee's expense
• College-paid retirement with 3% employee contribution to the Florida Retirement System (FRS)
• Optional dental and vision insurance at employee's expense
• Paid leave accrual (sick and vacation/annual leave)
• Paid time off for designated holidays, winter break, and spring break
• 36-hour, 4-day workweek (Monday - Thursday) available to many departments | 40-hour workweek | 34-hour workweek
• Free tickets to designated Mattie Kelly Arts Center and Raider Athletic events

Requirements:

• Associate degree in Information Technology or a related field preferred with 2-4 years relevant work experience. Equivalent combination of education and relevant experience may be considered.
• Experience providing customer support, technical support, or Help Desk services preferred.
• Familiarity with Microsoft Windows, Microsoft 365, and common enterprise applications preferred.
• Strong customer service, communication, and organizational skills.
• Demonstrated ability to assist, coach, or support team members in a collaborative environment preferred.
• Familiarity with ticketing systems, service management practices, and troubleshooting methodologies preferred.

Additional Information:

Classification: Professional I

Grant Funded : No

Location: Niceville

FLSA Status: Non-exempt

Application Deadline: Open Until Filled



Application Instructions:

All sections of the application must be completed.

Please provide a complete application package that includes all of the following:

1. NWFSC Application.
2. Resume.
3. A cover letter explaining why you consider yourself qualified for this position.
4. Copies of unofficial transcripts.

*The maximum allowable size for uploading documents is 10 MB. Documents exceeding 10 MB must be scanned at a lower resolution or divided into separate documents to reduce file size.

If you are disabled and need accommodations in order to participate in the application/selection process, please notify Human Resources before the specified closeout date. In accordance with the Americans with Disabilities Act, NWFSC strictly prohibits the discrimination against qualified individuals with disabilities in job application procedures, hiring, firing, advancement, compensation, job training, and other terms and conditions of employment. Preference will be given to eligible veterans and spouses of veterans for Career Service positions. NWFSC is an Equal Access/Equal Opportunity Institution and a Drug Free Workplace. All qualified persons will be considered on an equal basis. Any applicant's grievance should be addressed to the Human Resources Executive Director.


Northwest Florida State College does not discriminate based on age, color, ethnicity, race, national origin, disability, marital status, pregnancy, religion, genetic information, sex, or any other legally protected classification in its employment practices or its educational programs or activities. For more information, please visit nwfsc.edu/nondiscrimination. Por favor llame a la Oficina de Admisiones de Northwest Florida State College al View phone number on click.appcast.io para obtener materiales de la Universidad en Espaol.